Are you having trouble giving the best customer service? There might be some communication issues between the call agents and the customers. So, using call whispering and barging in virtual phone systems for call centers has been very important.
From call monitoring and coaching to resolving customer issues; call whisper and barge can do it all. But wait there is more; these features can escalate calls to supervisors and allow on-time training and guidance for best customer service.
Call whisper and barge have enhanced the customer experience as agents can deliver exceptional service while customers enjoy a personalized and efficient experience.
So, in this article, we will discuss what is called whispering and barging, its use case, setting, and best practices for using these features.
What is Call Whispering and Barging?
Call whispering is a call center feature that enables the managers or supervisors to guide and direct the agents in incoming and outgoing calls without letting the customers know about it.
To be more precise, call whispering is a cautious way or a channel of communication between supervisors and agents, enabling them to exchange information and offer assistance during a live call without interrupting the conversation.
Similarly, call barging is another feature of a virtual phone system that enables supervisors to listen to the call between agents and customers while also enabling them to intervene in the call if required.
While using this feature, both the agent and the customer are aware of the presence of a third party. Call barge helps the supervisor to offer immediate assistance or resolution to customer issues.
Use Cases for Call Whispering and Barging
Call whispering, and barging are among the most common and favorite call center features because of their versatility, productivity, and customer-centric approach. They have significantly contributed to enhanced call center performance and improved customer satisfaction.
Here are some of the best uses for call whispering and barging in a call center:
1. Call monitoring and Coaching
Call whispering, and barging enables the manager to enter and monitor the live calls between the agents and the customers. You can utilize this feature to monitor the agent’s overall performance, identify areas for improvement, if any, and provide real-time guidance.
Supervisors might provide direction, suggestions for responses, or give more information to help employees handle calls more efficiently. These features make it easier to continue agent training and development, guaranteeing continuous improvement of agent performance.
2. Resolving Customer Issues
Call barging is crucial for handling complicated or urgent consumer concerns. A supervisor can join the call to offer quick advice and aid in effectively resolving a difficult scenario when an agent has difficulty addressing the problem.
Every agent, especially new call center agents, might not have expertise in every area, like sales calls and customer service representatives. In such cases, managers might have to provide call center coaching to the call agent.
Moreover, the supervisor can provide expert advice, step in when necessary, or take control of the call to ensure a satisfying conclusion. Hence, call whisper and barge ensures that customer annoyance is reduced, problem-solving times are expedited, and customer satisfaction is raised all around.
3. Escalating Calls to Supervisors
An agent may occasionally come across a circumstance that requires the intervention of a supervisor or a higher authority. In these cases, call barging enables supervisors to join the call and directly control the escalation.
The supervisor can offer specialized information, make intelligent decisions, or take over the call to resolve the customer’s issues effectively. With this use case, the escalation process is streamlined, client wait times are decreased, and problems are resolved quickly.
Setting up Call Whispering and Barging into Virtual Phone Systems
Call whispering and barging can be complex and require many steps to ensure proper configuration and setting in the virtual phone system. The exact process of setting call whispering and call barging may vary based on the virtual phone system you are using.
Here is a step-by-step process to get you started:
Choose a Virtual Phone System
First and foremost, you should choose a virtual phone system that supports and integrates features like call whispering and barging. Many virtual phone number providers in the market integrate this feature. Find the solution that best meets your call center’s needs by researching and comparing several options.
Enable Call Whispering and Barging
Once you’ve decided on a virtual phone system, you can enable the call whispering and barging features by going to the system’s administration portal or settings. These options can usually be found in the call control or management settings.
Assign User Roles and Permissions
After enabling the call whispering and barging, determine which users or roles can access the call barging and whispering features. These authorizations are typically granted to managers or supervisors.
Note: You can give authorization to more people if it is required in the future and also configures user roles and permissions appropriately within the virtual phone system’s administrative settings.
Configure Call Whispering
After assigning the roles, configure the call whispering factors to determine how the function works.
Configuring can include defining the audio channel or tool which can be used by the supervisors while guiding agents in the call. Finally, adjust the call volume levels as necessary to ensure clear communication without interfering with the agent’s chat with the customer.
Configure Call Barging
Like call whispering, configure the settings of call barging to allow supervisors or managers to join active calls.
Program and indicate the alert or notification system that will be used to let agents and callers know that a supervisor is on the line. Finally, determine whether the supervisors can listen in on the talk or actively participate in it.
Virtual phone systems usually offer customization options so that call whispering and barging can be tailored to your needs.
Study and analyze the factors like call recording preferences, call barging permissions, and whisper volume, and explore the system’s settings. Adjust these variables Based on your call center’s needs and rules.
Test and Train
Once you are done configuring and customizing the features, conduct careful testing before implementing the features in a real call center setting.
Ensure the feature’s functions work as planned and managers and agents (if necessary) know how to use them efficiently. Supervisors and agents should attend training sessions to become familiar with the features and best practices.
Monitor and Optimize
Finally, monitor call whispering and barging usage and how it affects call center performance as soon as they are enabled.
Review call records, obtain supervisor and agent input, and make necessary improvements. Continuously improve the settings and configurations to maximize the advantages and reduce potential disruptions.
Best Practices for Using Call Whispering and Barging in Call Centers
Call whispering and barging can significantly improve the result and productivity of a call center. However, following some rules is essential to maximize the return of these features. So, here are some of the best practices for using call whispering and barging in a call center:
1. Train Agents on the Use of Call Whispering and Barging
Agents should receive thorough instruction on call whispering, call barging, and the expected code of conduct when supervisors are on the line.
Agents must understand that these features are not intended to be obtrusive but to support and improve their performance. They should receive professional and cooperative training on how to react to supervisory direction or interventions.
2. Set Up Proper Permissions and Access Controls
Secondly, ensure the virtual phone system’s permissions and access controls are configured appropriately.
Only supervisors, managers, and other designated people who need to use the call whispering and barging capabilities should be able to join or intervene in any calls. Permit authorized personnel access to ensure security and prevent abuse of these features.
3. Establish Clear Guidelines and Protocols
Set specific standards, guidelines, and protocols when supervisors and agents use the call whispering and barging functions. Establish predetermined rules on when to step in, the kinds of information that can be exchanged through whispers, and the situations that demand call barging.
By implementing these standards, you can ensure consistency and improvement. Moreover, ensuring the proper execution of the guidelines and protocols prevents any feature abuse.
4. Respect Privacy and Confidentiality
When using call whisper and barge, supervisors should always respect the privacy and confidentiality of their clients.
Remind the supervisors and agents they shouldn’t discuss or disclose any private or delicate client information during the intervention. Respecting privacy protections fosters confidence and preserves the reliability of call center operations.
Moreover, remember that data breaches and leakage can have severe legal consequences. So, it is best to avoid such problems by maintaining strict guidelines.
Many VoIP phone service providers provide features like call whispering and barging in virtual phone systems to solve issues between the call agents and the customers. This feature allows supervisors and call center managers to join and intervene in the calls has allowed better interaction between the agents and customers.
These features can do everything from call monitoring and coaching to resolving customer issues. Moreover, it also aids in escalating calls to supervisors.
Likewise, setting these features can be a bit complex, but you can follow the above-mentioned points for its setting and best practices.
What is the difference between Call Whisper and Barge?
Call whisper allows the designated person, usually the manager and supervisors, to join any call between agents and customers without the ability to intervene in the communication. In comparison, the call barge allows the designated person to join and intervene in the calls making it three-way communication.
Is Call Barging a three-way communication?
Yes, as supervisors and managers can interact with agents and customers and vice versa, call barging can be called three-way communication.
Is Call Whispering and Barging Good for a call center?
Yes, call whispering and barging are good for a call center as it assists in call monitoring, enhance user experience, and improve efficiency and overall performance.